Richmond Magnuson Grand Hotel

Review: On 2-22-15 I enter the hotel and was addressed by the representative ([redacted]) He at that point told me the price of hotel night stay of 69.97 and the$50. Hold that would be place on my card. The $50 hold would be refunded when I checked out. At the.front counter it stated that some of the items was not open. (Example) the pool and exercise room. Proceed to my room 469. The hallways was cold and the evelvator was cold. Open my door and the room was cold as.well. turn the heater and TV on. Went to the bathroom and realized that it was cold as ice. Close the bathroom door so I could.stay warm during the night. Called down stairs to ask for another room but was told the hotel was book. Remind you it was only less that 10,cars in the parking lot. The TV would not turn off. Called back down stairs and was told to unplug the TV. The phone was very staticly that I couldn't hardly here him. Woke up after only having 3,hours of sleep and proceeded to the bathroom to bath. No hot water. I let the water rum over 30. Mins. Could not reach downstairs ..so I had to leave my room n talk with the other rep. (latita) she said she would come up there to see about my TV and water issue. She also stated the other rep told her about my TV situation. She at that point could not fix the problem and said she would get in touch with the [redacted]) I waited over 30mins for her return but she never came back -so I proceed to go down stairs and chk out. I left the hotel without taken a shower because they didnt have hot water. She also informed me that the half the buildibg didnt have running water. She did provide with the time the manager will be available the next day. I did call the next day and spoke with him and said he would have to talk with other managers and get back with me. I have been calling trying to resolve this issue and nothing. I felt like it was trap as soon as I walked in the door.Desired Settlement: This hotel should be shutdown or operated by people who knows about hospitality. In all I just want my money back. No one should have to walk out and not bath.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Richmond Magnuson Grand Hotel regarding complaint ID[redacted].

Regards,

Review: Hotel rooms were infested with bed bugs so decided to check out! My girls were scared and could of had a panic attack! We checked out and three days later was charged for the room that we did not stay in. $201.00,,,I called to receive a refund and the front desk guy [redacted] was rude and not helpful. he refused to give me his last name and said he could not do anything about it! I asked to be connected to his boss, [redacted] refused to give me his email address or any direct contact information. He refused to give me back my money considering we checked out in person! It's a scam and they are ripping people and families off. I want my money back! Or call the police! They are getting people's money without providing a service. Look at how many complaints they have gotten! I wish I did my homework first!Desired Settlement: Want a full refund charged back on my card and an apology! They should be shut down!

Business

Response:

Here is Proof that we have NO bed bugs in our hotel at all. Kindly remove any and all derogatory comments and data that state anything to the contrary from the Revdex.com sites.

Thanks,

Richmond Magnuson Grand Hotel

Review: [redacted] breached the contract. I spoke to [redacted] and [redacted] to negotiate the space rental rate. I signed an agreement with [redacted], Hotel Manager, to host events in their [redacted] on Fridays and Saturdays beginning June 28th and 29th. However, the General Manager, [redacted], refused to allow me to use the premises for the following reasons: (1) [redacted] is not authorized to sign contracts, (2) error with duration/dollar amount, (3) need credit card and signed waiver for use of premise. According to [redacted], the terms agreed upon in the signed contract were not discussed in the meeting that was held with [redacted] and other staff on the 27th in my absence. He said we need to correct the errors before I could use their premises. I shared with [redacted] that we have a binding contract, Im tired of his games ([redacted] is not authorized to sign contracts, assuming the hotel Front Desk Manager, [redacted], and I worked together to negotiate figures, and wanting to increase the nightly rate), and either he would allow me to use the premises per our binding agreement or I will proceed. He said this is not what we agreed on. He said I am not allowed on the property. If I am, he would call the police on me. When my witness, [redacted], and I stood up to leave, then he said or you can stay and we can resolve this matter. I told him Im leaving at his request since he said I am not allowed on the property.I sent a certified breach of contract letter to [redacted] on July 12, 2013 requesting that arrangements be made by July 22, 2013 to cure this breach of contract or I will pursue any and all legal remedies. As of to date, I have not been contacted by the hotel.Desired Settlement: Due to the breach of contract, I am seeking $17,000 in damages from 6/28/13 to 8/17/13. An itemized list of damages is available upon request.

Review: I booked a reservation with this hotel for my daughter's prom on 4/24/2015. Within 5 minutes I called back to cancel because my husband had book room with another hotel. When I talked to the receptionist, she told me that it will not be a cancellation fee, and I will not be charged. 2 days later I seen the charge on my bank statement. I called the hotel notify them I was falsely charged. They told me a never had a reservation there. After numerous time contacting them, that's when I found out that they never canceled my room, but changed the last name on my reservation but still charged me. I contacted the assistant general manager, and he told me that I would be fully refunded, and he was sending it over to the finance department to assure of my refund. Well it is now 7/14/2015, and I have not still received my refund. I have tried to contact the Asst. GM. vie phone and e-mail but he is not responding.Desired Settlement: They should refund me, not only because of the negligence of one of there employees, but also because, I have got confirmation from a member of management that they would do so

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Richmond Magnuson Grand Hotel regarding complaint ID [redacted].

Regards,

Review: This was, by far, the worst hotel experience I have ever had. Granted, it was probably cleaner and perhaps safer than some of the motels and hostels I've stayed in in my time, but the overall experience could not have been worse. The worst part was that upon checkout, I left a pair of earrings in the bathroom. Within one hour, I realized and called the hotel but they had already been stolen. I recognize that the Revdex.com does not deal with theft and I've already reported it to the police. However, the dealings with the issue are relevant to customer service. All of the complaints below were addressed directly with [redacted] who did nothing but offer me a room switch (which would not have solved half the issues). 1. I called before booking to ask about breakfast. I was assured that a hot breakfast was including with the cost of the room. Actually, it is a cold breakfast and costs $6 per person. 2. However, because the TVs had been "broken" (or not paid for?) since at least Aug. 18, according to online reviews, a hot "breakfast" was included. The breakfast was not appetizing. We ate breakfast out each morning. The TVs were "broken" the entire length of our stay. 3. When I checked in, the air conditioning was not on (it was above 90F outside) and the room was sweltering. I had to turn the AC on and spend 3 hours outside the room before I could comfortably stay in. 4. The toilet ran the entire time we were there. Loudly. 5. The elevator trapped me inside. I found out later that you have to push extremely hard for several of the buttons to work. 6. The [redacted] did not connect. I tried on 4 separate devices from both the lobby and my room. 7. My phone was broken in my room. 8. There were exposed outlets in my room. I have pictures, which I showed to [redacted]. He did not seem to worry about it. 9. Zero of the three treadmills in the fitness area worked. And the thermostat was set to 79 in there. 10. When I called and reported my earrings missing, [redacted] flat out refused to speak with me. One of the people I spoke with on the phone told me that he would leave a message with [redacted] but that "he would never call me back." This person was the only one who attempted to help me and I can't help but assume he knows something about the whereabouts of my earrings. Three days after the incident he no longer works at the Magnuson. I reported the earrings to the hotel and [redacted] lied to the police who visited the establishment, claiming he'd never heard of me when in fact I spoke directly with him and he supposedly talked to the [redacted] responsible for my room as well as the [redacted] when I called about my earrings the first time. The following issues were not discussed with [redacted] at the time of my stay but I believe are relevant: A) The pool/hot tub area was dirty and dangerous. There were puddles of standing water that did not get cleaned up the entire length of my stay. B) There were condoms and trash in the stairwells (which we took up and down to the 4th floor every day for fear of getting trapped in the elevator again). C) The parking lot is cracked and full of weeds. D) I got several bug bites during my stay. I did not spend a significant amount of time outside, but it is impossible for me to prove that I got them at the hotel. Nor am I sure whether they are bedbugs, mosquitos, fleas, or something else completely. Because [redacted] and the Magnuson Grand Richmond already have an F rating, I can't imagine that he will be terribly upset by another complaint. However, I will be requesting a refund of my [redacted] payment for the stay as well as a payment of[redacted] to cover the cost of my insurance deductible for replacement earrings. If Magnuson can prevent me from having to go into arbitration that would be much appreciated. Sincerely, [redacted]Desired Settlement: Because [redacted] and the Magnuson Grand Richmond already have an F rating, I can't imagine that he will be terribly upset by another complaint. However, I will be requesting a refund of my [redacted] payment for the stay as well as a payment of [redacted]0 to cover the cost of my insurance deductible for replacement earrings. If Magnuson can prevent me from having to go into arbitration that would be much appreciated.

Review: We went to the hotel Friday, 10/19/20013 and checked in for our room. There was a [redacted] lady outside arguing with an [redacted] male, believed to be a spouse. I waited at the desk for several moments until they came in. The lady asked what I was there for, and proceeded to check me in, meanwhile, the male stood next to me and proceeded to mumble thing to her while she asked me the info she needed. I was asked for a credit card and asked why,was there a charge for our dog, we already prepaid for the room. She said it was to insure no room damage would happen, to which I agreed, and to clarify, there was none. I don't know if she didn't hear me because the male as I said was constantly mumbling things indirectly/but directly to her. If you know what I am saying. Anyhow, we never hid the dog, we had walked the dog many times as we normally do, and we even informed the maid to stay out of the room because we had a dog. The next day we went out for a short time and left the dog, that's when we told the maid. When we returned, the girl that checked us in infomed us we were locked out in order to inform us we were being fined/penalized $200 for not informing them we had a dog, which it says in the ad, we accept dogs! I told her if she didn't pay more attention to the male she was aruing with, she might have paid attention to her job and seen the dog and heard me ask if there was a charge. We could have left the dog with our son at his place, had she said anything about a charge for having a dog. But instead, they put me in a position to have to barrow money to cover the charges, $200 and $50, more than my pay check! Plus what the room cost. This is not acceptable, and the manager refuses to return my calls. They have over 750 complaints on similar issues listed on [redacted]. They are ripping everyone off, and the lady that checked us in, she brought in her entire family, kids and all to use the pool, we never used it because they acted in a threatening manor for even going in there. It was a total nightmare. They even lost the power for hours and we had to stay in our rooms sweating it out, even the generator quit. The beds had bugs, so we bought spay and killed them, the mattress was shot, and the place was dirty and disgusting! You should see the place, the health people need to do a complete inspection, as should the building inspectors. It is BAD!Desired Settlement: I will agree to the rip off $50 charge, even though I could have taken the dog to my son's place had I known! But the $200 fine/penalty is just wrong! And unacceptable.

Business

Response:

I spoke with [redacted] from the company and she says the reason why the consumer was charged $[redacted] was because the consumer had a dog in the room that the front desk did not know about. The housekeeper heard the dog while she was cleaning the room next to the consumer's room one morning. She also states that if they would have known about the dog, they could have put him in a room that is allowed for dogs. She said that the consumer signed a policy letter saying that they can charge for a penalty.

Review: I was staying the weekend in Richmond VA at the Richmond Magnuson Grand Hotel with my boyfriend on the weekend of March 6th thru March 8th. I booked with [redacted]. I had planned on staying at this hotel with no problems. When we arrived on Friday March 6th, we checked into our room and the room was cold, the heat and air didn't work, the phone didn't work, the bed was slummed over to one side and the bed sheets were dirty. We went down stairs to complain and tell the lady at the front desk we were not happy and we wanted to talk with the [redacted] and we were going elsewhere to stay. She begged us to reconsider after showing us a few more rooms and if we were still not happy she would then let us speak to the [redacted]. So we agreed and after seeing other rooms that were in just as bad shape we demanded to see the [redacted] and wanted a refund. She then tells me the [redacted] isn't there. Which means she lied to me before saying we could see the [redacted] and that she could not give us a refund since we booked online and that the policy stated that no refund once we checked in. I left my name and number with the hotel, which they promised to give to the [redacted] which, he/she never called. I tried calling a couple times and could never reach the [redacted]. I tried going thru [redacted] but since it was charged thru the hotel itself and not the website [redacted] they couldn't do anything. I wanted my money back and can not get a hold of the hotel [redacted]. Either he/she is ignoring me or that person doesn't exist. I will never stay at this hotel again nor will I recommend someone to this hotel.Desired Settlement: I just want the money back that I paid for the room for the 2 nights. I understand the policy says that once the day comes to check in, no refunds are due if you do not stay. But in this matter, We were not satisfied with the hotel and how bad shape it was in. We tried looking at other rooms and trying getting in touch with the [redacted] with no luck. I believe I am due my refund for the hotel stay that we didn't even get to stay in and had to go pay for a room elsewhere.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Richmond Magnuson Grand Hotel regarding complaint ID [redacted].

Regards,

Review: I stayed at the Richmond Magnuson Grand Hotel from 8/11/13-8/18/13. Although, my reservations were originially booked through 8/25. On about 8/13/13 the [redacted] went out and stayed out for the remainder of my stay. I inquired numerous times about when it would be restored. After my second such inquiry, I was told by the front desk manager,[redacted], that I would be given a discount for the inconvenience. After other poor experiences with the hotel (roaches in the breakfast area, unsafe pool area, room not being cleaned), I took my complaint directly to the[redacted]. He would not tell my why there was no TV service for the last 5 days. He said he would not honor the discount that his front desk manager assured me would be applied to my bill. [redacted] said that the addition of a few items that were added to the breakfast bar were his "adjustment" for the lack of TV service. The next morning I spoke with the front desk manager and asked if he would waive any cancellation fee if I left the hotel early. He was confused because he said my reservations ended 8/18/13. It turns out [redacted] had terminated my reservation due to my complaint. My feeling is that the hotel should make financial restitution for the numerous days they could not provide a basic service such as television to their guests. I have other issues with the hotel that I have complained to the health department about.Desired Settlement: I would like for other potential customers to be warned about the overal manageent of this facility including customer service and safety.

Review: Upon arriving my sister and I were assigned a room with bugs on the bed. We took a picture. She moved us to a room which also had bugs. Both rooms on the 7th floor. Then we were moved to a room that was already occupired. They upgraded us to a suite which was dusty and smelled old but we stayed. There was a party going on and the next day we were informed that we were moved to another floor because of the noise. I asked if it was another suite at which time the owner, I believe her name was [redacted] began to scream at us and rant on about noice and not having to deal with us and she would put us out. I understand about the noise I simply asked if the new room was a suite which it was not. Going up to the room we found that the elevator did not go to the second floor because it was broken and there was a sign saying "the elevator inspection was located in the managers office". There vending machines were completely broken all all floors except one and the one that worked was dirty. Upon leaving the elevator was dirty and unsanitary as was the coplete hotel. The service and the hotel are dangerously unsafe.Desired Settlement: This hotel should be brought up to code, or closed. Also the mangement, the so called owner that is, needs a course in customer service. She also told another customer to "shut up". Worst experience I've ever had in a hotel.

Business

Response:

I spoke with the company and they stated that the consumer came with a group and was not happy with the 7th floor room so they moved the consumer to the first floor suite. At 2am, the company received complaints from other guest about door banging and loud noises in the suite. The manager and the group leader agreed to move the consumer to the 5th floor to a room in the back.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], even though it does not address the condition of the hotel or the unprofessional attitude of [redacted]. I will drop the issue here.

Regards,

Review: On June 7 I rented the restaurant at the Richmond Magnuson Grand Hotel for a birthday party. We arrived and place was lock, the staff took 30 minutes to open it. The restaurant was not appropriate prepare for the party the floors were dirty, furniture was not remove as asked, air condition was not working with 85 degrees outside, and bartender didn't know how to prepare drinks. The staff was very nasty and asked for assistance having myself to prepare the place. [redacted] (Manager) showed up at 10:30pm with a technician to suppose fixed but he didn't. All my guesses ended leaving the party early because of the heat. The room was like a sauna everyone was sweating; even the ice that I bought melts less than 2 hour. On top of that I was charge $250.00 for cleaning fees when we left the place looking better that before. I’m very disappointed for the services and neglected from the staff. [redacted] (Manager) asked to pay in cash and to call [redacted] to deny that I rented the place to avoid paying their fees and taxes. The management didn’t offer an apology for the inconvenience not even offering other accommodations. He didn’t take considerations that I brought business to their hotel bringing guesses from out state. I demand for this place to be investigated for the bad services and mistreatment they are providing to their customers.Desired Settlement: I demanding the facility to refund my money back for the reasons listed above.

Review: We went online and found the Magnuson hotel and thought it looked like a nice hotel. Unfortunately the pictures were a complete fabrication. The rooms were also extremely dirty. He is when it gets bad. We went downstairs to tell them the room was dirty and was verbally attacked by a woman that claims she was a cleaning lady. We wre basically called liars and told to go away. When I replied reiterating to the woman that the room is dirty, she claimed I was harassing her and went as far as to pull her phone out and claim she was calling the police. After telling my friends, we decided to call the police our selves as we no longer wanted to stay in the room and wanted a refund. We pack our things and go downstairs when the police arrive. The police themselves tell us that this hotel is infamous for the very thing we were experiencing that day. Interestingly enough, the woman that claims she was the cleaning woman and the one that told us there was no manager on duty turns out to be the manager and suddenly her husband who we were assuming owns the hotel suddenly pops up. As we were checking out of the hotel, there was other guest at the hotel that said they experienced the same thing the day before. Now keeping in mind that my friends and I are black, while we were checking out a older white couple came into the hotel to check-in. They saw the police and saw us with the police and said to the owner "you are doing a good job, these guys are making trouble for you, that's why you had to call the cops on them". My friend corrected the couple by stating that "We" actually called the police. The owner turns to the man and says "Ignore him, he is just on drugs". Now after this horrible experience, they had the nerve to charge us a a "calling the cop fee" of $100 which seems to be in their contract. This is clearly something they do to people on a regular basis.Desired Settlement: The establishment continues to take travelers money and provide them with horrible service and no one ever says anything. Hotels such as these need to be shut down. It is a complete violation to the [redacted] people in Virginia and I am sure this is not the first complain. I am willing to take this as far as possible to make sure everyone knows this. Is there a way to have this documented so it is seen by innocent people that may fall victim to this hotel.

Review: I made a reservation at the Richmnd Grand Magnuson Hotel on 1/31/13 for a stay from 8/1/13 through 8/3/13. I received a written confirmation of a rate of $73.00 a night. I confirmed the reservation again the week of July 29th and the $73.00 rate was confirmed. When I arrived at the hotel I was told the rate would be $87.00. I presented the written confirmation and they refused to honor it. After many conversations with the manager and several other personel, I was told the rate was $87.00. I travel a lot and have never encounters such a blatent bait and switch tactic. I would not have stayed at the hotel but I had no choice and up until check out they kept saying they were working on it and did not indicate until payment was due that they were not going to stand behind their written confirmation. I have contacted the state attorney general asking for a refund. This is no way to represent [redacted] or [redacted]. I have hard copies of the reservation confirmation and the hotel bill received at check out but I do not have the capability of sending them electronically.Desired Settlement: I would like my credit card credited for the difference in the rate plus the tax. There were 300 people at the hotel last weekend and we all encountered the same issue. It is a definite we will never stay at this hotel chain again.

Review: The hotel has charged us for 1 room, 2 nights, for a room we did not stay in, did not reserve, never used. I and my family used 4 rooms for 2 nights each, but we've been charged for 5 rooms, 2 nights each. I reserved 4 rooms for myself and other family members for 2 nights each. We stayed at this hotel Sep 6 & 7 this year. The hotel had a hard time keeping the information straight regarding who stayed where, and they were training a new person at the front desk during our check-in and during our stay. At the end of our stay, we paid for the 4 rooms with 3 credit cards. One card was used to pay for 2 rooms, 2 nights each. Each of the other cards was used to pay for one room, 2 nights. However, the hotel ended up charging an additional room for 2 nights to one of the cards. In trying to sort it out, the hotel owner claims we stayed in 5 rooms, but we did not. We have made several calls to the hotel, but [redacted] refuses to deal with us.Desired Settlement: I want the refund for 1 room, 2 nights (~$200) applied to the credit card that was overcharged.

Do not stay here. The hotel is filthy. Dirty beds with crumbs and human hair on the sheets. Many lights are out in the hallway, the wallpaper is peeling and the carpets look like a crime scene. The A/C and/or Thermostats do not work properly. The elevators are broken and/or do not work properly (life safety issue). The website is false advertising as the photos in no way reflect the actual hotel. As I was complaining at the front desk other guests stated they had roaches in their room and another guest stated the hot water did not work in his. The staff was rude and refused a refund. I did not stay and they were actually laughing at me when I left the property.